📘 Troubleshooting Student Access - Willo

Use this guide to identify whether access issues are affecting your entire class or only certain students, and how to resolve or escalate them appropriately.

🧩 Step 1: Identify Who Is Affected

• 👥 Entire class affected?
  Likely a pairing issue, incorrect ISBN adoption, provisioning error, or LTI configuration issue.
• 👤 Only a few students affected?
  Typically student email mismatches, browser/device issues, or missed first-week activation.

📋 Step 2: Understand Common Access Screens

💲 Paywall or “Purchase Access”

• Student did not click the LMS publisher link during the first two weeks.
• Student is using an email that does not match the campus enrollment email.

⚠️ Census/Enrollment Warnings

• Enrollment file has not synced yet.
• Student added the course late or changed sections.

📝 Step 3: Instructor Checklist to Assist Students

💻 Browser & Device

• Confirm the student is using Chrome or Firefox.
• Confirm they launched on a laptop/desktop.
• Confirm pop-up blockers are disabled.

📧 Email & Access Path

• The student's LMS email must match the enrollment email.
• They must click the publisher link from your course module, not navigation menu tools.

🧹 Browser Reset

• Clear cache/cookies.
• Log out and back into the LMS.
• Disable interfering browser extensions.

🕒 Enrollment Timing

• Late-added students may appear inactive until roster sync.
• Enrollment files process on scheduled cycles.

🚨 Step 4: When to Escalate

Escalate immediately if:

• The entire class sees the same error.
• Course materials do not launch from LMS module links.
• Correctly paired course still leads to paywalls.
• Students using correct email still lose access after census.

Include in the escalation:

• LMS (Canvas, D2L, Blackboard, Moodle)
• Course ID and section
• Instructor name & email
• Number of affected students
• Error screenshots
• Whether students launched before or after census

🆘 Step 5: Need Help? Submit a Support Request

Direct students to click the Course Support or Follett Access – Course Support link in your LMS module or content area to submit a support ticket.

Encourage them to follow these steps to ensure a faster, more accurate resolution.:

1. Click the Course Support or Follett Access – Course Support link in your LMS course
   This link routes to the correct diagnostic portal for your course.

2. Complete the Request Form and Attach the Following Details:

   • Institution Name and Campus

   • Student Full Name

   • Student Email Address
     (Include alternate email if different from campus login)

   • Course Number and Section

   • Instructor Name and Email

   • Screenshots of Any Error Messages

   • Browser and Device Used (e.g., Chrome on MacBook)

   • Whether the student clicked the publisher link before or after your institution’s census (add/drop) deadline

3. Attach Diagnostic Data

   • Go to the Course Support (Follett Access Support) link in your LMS

   • Click Download Diagnostics

   • Save the file and upload it with your support request

⏱️ Tip: Including all of the above ensures a faster, more accurate resolution.

Need additional help?
Contact Follett Willo Support and Submit a Request.